Grievance Redressal Policy

1. Purpose and scope

This policy provides a single process for Provider Portal complaints concerning account access, payment verification, credits, lead-data misuse, privacy, intellectual property, unlawful content, security and other Platform matters. It does not replace urgent emergency reporting or a statutory remedy.

2. Grievance contact

Designated contact: Grievance Officer, Findoly Solutions LLP
Email: support@findoly.com
Address: Findoly Solutions LLP, WeWork Mindspace, 6th Floor, Malad West, Mumbai – 400064, Maharashtra, India.

Findoly currently accepts Provider Portal grievances by email. No telephone grievance channel is published.

3. Types of grievances

• Login, OTP, eligibility or account suspension.
• Payment debited but digital delivery not completed.
• Duplicate credit deduction or transaction discrepancy.
• Privacy access, correction, erasure or security concern.
• Misuse of customer lead information or unwanted Provider contact.
• Copyright, trademark, impersonation or unlawful content complaint.
• Technical access or material service issue.
• Appeal against a moderation or enforcement decision.

4. Information to include

• Full name, business name and registered Provider mobile number.
• Email address from which you can receive the response.
• Clear description of what happened and the outcome requested.
• Relevant dates, order IDs, payment references, lead references or URLs.
• Supporting screenshots or documents with payment secrets removed.
• Whether the issue creates an immediate safety, fraud or data risk.

5. Acknowledgement and reference

Findoly will acknowledge a grievance within the period required by applicable law. Where the Information Technology intermediary grievance timeline applies, the target is acknowledgement within twenty-four hours. The acknowledgement may request missing information and may include a case or request reference.

6. Review process

The case may be routed to support, billing, security, privacy, marketplace operations, legal or another relevant team. Findoly may review account records, transaction logs, lead activity, communications, vendor status and information supplied by affected parties.

The complainant must cooperate with reasonable verification. Incomplete, abusive or unverifiable complaints may be delayed or closed with reasons.

7. Resolution timelines

Findoly will resolve or respond to grievances within the period required by applicable law. Where the current general intermediary grievance timeline applies, the target is resolution within fifteen days from receipt. Certain categories may have shorter legal timelines, and payment or bank-dependent cases may require an interim response while external confirmation is pending.

A response may confirm correction, explain why no correction is due, request further evidence, notify an interim protective measure or identify an external process.

8. Urgent safety, security and unlawful-content cases

Clearly identify an urgent risk in the subject line. Findoly may preserve evidence, restrict access or content, suspend an account, notify affected users or cooperate with lawful authorities. Do not use the grievance email as a substitute for police, emergency, bank fraud or cybercrime reporting when immediate action is required.

9. Privacy grievances

Privacy requests should use the subject “Privacy Request” and identify the requested access, correction, erasure or concern. Findoly may verify identity and may retain records where legally required. Information about another person may be redacted.

10. Payment grievances

Payment complaints should use the subject “Payment Review” and include the gateway reference, date, amount and expected entitlement. Resolution follows verified gateway and Platform records and the Cancellation and Refund Policy. Do not send OTPs, UPI PINs, CVV or full card numbers.

11. Lead-data misuse complaints

A Customer or Provider reporting unwanted contact, resale, disclosure or misuse should identify the relevant communication and, where known, the Provider or lead reference. Findoly may restrict access while investigating serious misuse.

12. Request for reconsideration

If you believe a decision overlooked material evidence, reply to the grievance response with the reference and the specific new or misunderstood information. Repeated submissions without new information may be closed.

13. External remedies

Nothing in this policy prevents a person from using a court, payment-provider process, data-protection mechanism, consumer forum, cybercrime channel or other authority where legally available. Findoly may require exhaustion of its grievance process before an internal appeal, but cannot remove a non-waivable statutory right.

14. Records, confidentiality and abuse

Findoly may retain grievance records for investigation, audit, security, legal claims and compliance. Information is shared internally and externally only as reasonably necessary. Threats, spam, false evidence, impersonation and abusive duplicate complaints are prohibited and may lead to restriction or legal action.

15. Policy updates

Findoly may update this process when law, designated personnel, categories or operational systems change. The latest version will be published on this page.